Customer Success Manager, Tier 1 (West)

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
Eltropy

Eltropy

Eltropy is a digital conversations platform for CFIs, providing AI-driven communication tools to enhance operations, engagement, and productivity while ensuring security and compliance.

Communications Equipment
51-250
Founded 2013
$21M raised

Description

  • Serve as the strategic advisor and primary contact for approximately 20 Tier-1 credit union and community bank accounts.
  • Conduct regular customer check-ins and executive business reviews focused on outcomes, ROI, and satisfaction.
  • Develop and execute multi-year customer success plans aligned with business and transformation goals.
  • Monitor customer health, usage, risks, and retention indicators to identify and mitigate churn.
  • Identify expansion and upsell opportunities and collaborate with Sales on account planning and commercial discussions.
  • Program-manage complex onboarding and implementation projects across multiple teams and locations.
  • Drive product adoption through tailored training, enablement resources, change management, and best practices.
  • Advocate for customer needs with Product, Engineering, Support, Marketing, and other internal teams.
  • Collect and synthesize customer feedback to influence product development and roadmap decisions.
  • Track portfolio metrics and maintain accurate records of customer interactions, risks, opportunities, and plans.

Requirements

  • 5+ years of customer-facing experience in account management or customer success.
  • Experience with B2B SaaS and/or FinTech, ideally supporting complex Tier-1 or enterprise customers.
  • Ability and willingness to travel to customer sites up to 25%.
  • Strong analytical, problem-solving, and data-driven decision-making skills.
  • High technical aptitude and ability to learn new software and tools quickly.
  • Exceptional communication and executive presence, with the ability to build trust and influence stakeholders.
  • Customer-centric approach with an understanding of business, technical, and operational needs.
  • Strong cross-functional collaboration skills across Sales, Product, Support, Implementation, and leadership teams.
  • Adaptability and resilience in a fast-paced startup environment.

Benefits

  • Remote position available in Washington or Oregon.
  • Base salary of $125,000–$135,000.
  • Equal opportunity employment.

Interested in this position?

Apply directly on the company website

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